We live in hyper-competitive world, where customers, whether internal or external, are spoiled for choice. Developing a customer service attitude and mindset has become one of the most crucial and essential skills for any organisation wanting to retain and/or delight their customers.
This engaging, informative and highly interactive workshop has been designed to enable participants to meet and exceed the expectations of your customers, internally and externally.
Participants will learn to take a resolution focused approach, acquire the tool to engage with customers through effective listening, and understand the importance of acknowledgement and empathy in dealing with difficult situations.
Learning objectives
By the end of the session participants will:
- Have the mindset of understanding and delighting customers
- Listen and ask questions to fully understand the situation/issue
- Understand the different kinds of customers and be able to adapt their approach
- Manage upset, angry and difficult customers even more effectively
